I get asked some questions about running IT Solution Provider and Managed Service Provider (MSP) businesses more often than others.
That’s why I created this page of Frequently Asked Questions (FAQ) for MSPs.
I’m constantly updating this list. If you’ve got a question that you don’t see answered here, leave a comment below or get in touch.
What is a Managed Service Provider (MSP)?
The definition of an IT Managed Service Provider (or MSP as it is more commonly known) can vary depending on who you speak to – but for the industry that I work in – Small and Medium-sized businesses – my definition of an MSP is an IT Solution Provider who provides their clients with:-
- 24x7x365 Monitoring and Maintenance
- An unlimited (or “all you can eat”) Helpdesk or Support function
- Vendor Management
Importantly, as an IT provider you offer all these services for a fixed fee – be that monthly (most typical), quarterly or annually.
For more details read What is a Managed Service Provider? My definition of an MSP.
What is a Professional Services Automation (PSA) tool?
A Professional Services Automation (PSA) tool could be described as an operating system for your Managed Service Provider business.
For many MSPs, their PSA tool is the central repository for all information – about their processes, their clients, assets and inventory, billable time, and much more. A good PSA tool can help an MSP with customer management, service delivery, contracts and billing, and lots of other areas of running your business.
For more details read Professional Services Automation. Does my MSP need a PSA?
Which Professional Services Automation (PSA) tool should I use?
When I’m asked this question by MSPs, my answer is, quite honestly, always the same.
“You can’t go wrong with any of them”
Each PSA tool has its strengths, it has a history, and it has a market that it serves really well.
I’ve created a list of Professional Service Automation tools for MSPs that can help you choose the PSA for you.
Which Backup & Disaster Recovery (BDR) tool should my MSP use?
There are a LOT of backup & disaster recovery (BDR) tools out there.
As a Managed Service Provider (MSP), you want to be looking for a BDR tool that is multi-tenanted. That is to say, the software can handle backups across multiple clients — not just different sites!
I’ve created a list of Backup & Disaster Recovery (BDR) Tools for MSPs that can help you find the right options.
What is a Network Operation Centre (NOC) provider?
A Network Operation Centre (NOC) provider is a 3rd party who will look after the monitoring and maintenance of your Managed Services clients on your behalf — typically for a fixed fee based on the number of clients, endpoints (servers and workstations) and/or network equipment across your client base.
For more details read How to Choose an MSP NOC Provider
What is the Master MSP model?
Outsourced NOC providers such as Uptime Solutions and Continuum are often referred to as the Master MSP model.
See “What is a Network Operation Centre (NOC) provider.
For more details read Why the Fastest-Growing MSPs are Using the Master MSP model
Which Channel Trade Publications should I be reading?
I’d recommend checking out ChannelE2E for all the news from the Managed Service industry.
For more ideas, read A list of Channel Trade Publications for UK IT companies
What are the most common mistakes MSPs make?
The most common mistakes I see MSP’s making, which cost them time and money, are:-
- Not documenting client networks
- Not using a Professional Services Automation (PSA) tool
- Trying to be a “Jack of All Trades”
- Not charging enough for their services
- Not knowing when to ask for help
For more details, read my book Mistakes MSP’s Make – The five most important mistakes IT Managed Service Providers make which cost them time and money.
Don’t see your question answered here?
I’m constantly updating this list. If you’ve got a question that you don’t see answered here, leave a comment below or get in touch.